Beyond ‘Hello’ – A Practical Guide for Excellence in Customer Care and Loyalty

INTRODUCTION

Getting and staying in touch with your customers to give them a good customer experience is a skill that every service provider would like to achieve. This would certainly help not only to bring in new customers but to maintain the business. When things turn sour, it is the duty of the service professional to please unhappy customers and manage their expectations. This training programme shows you how to achieve this in order to make an impact to the customer and your company’s profitability.

WORKSHOP OBJECTIVES

COURSE OBJECTIVES

At the end of the course, learners will be able to:

Understand the implications of effective customer service.

Practise the Do’s and Don’t’s of attire, attitude and behavior to project a professional image.

Apply service first principles and the pillars of success in service excellence.

Impress and inspire your customers to achieve trust and loyalty in the long term.

Summary and application back-at-work.

TRAINING METHODOLOGY

TRAINING METHODOLOGY

Besides trainer input, this is going to be a highly participative hands-on training programme with plenty of discussions, group activities, case studies, and role-plays.

WHO SHOULD ATTEND?

WHO SHOULD ATTEND?

Customer Service Professionals who need to provide customer satisfaction.

TESTIMONIALS

TESTIMONIALS

“It has been fun and insightful to learn skills which are applicable to my line of work.”– Customer Service Executive, International Hotel Chain

“Catherine was very positive and engaging and has had great experience in all aspects of this course. Perfect !”– Manager, Coca-Cola International (Thailand)

“I would like to express my heartfelt appreciation for the excellent training you had conducted for us. The workshop was engaging. fulfilling and interactive. I found it beneficial and would apply the skills learnt in the workplace.”– Sales Manager, Sony Asia Pacific

ABOUT THE TRAINER

ABOUT THE TRAINER

Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

10 Years of successful track records

Our clients share our passion for people development. We take a long term view of relationships and the deep and sustained impact has been greatly fulfilling. We have trained over 26,000 learners to date.